Sr. Process Specialist, Integrated Mission Control (IMC) Job at Capital One (Muntinlupa City)

Job Description

To assist the Principal Process Specialist in managing the administration of Workforce Management functions, such as Capacity and Footprint Execution, Schedule and Absence Management, Access Delivery and Governance, Intraday Management, and other supported tasks and process. To offer Workforce management-related consultation, leading and/or supporting the delivery of enhancements and projects. To partner with Operations and Functional teams through accurate and efficient execution and supporting overall strategy and performance.

Job Responsibility

Supervises a team or manages assigned sub-function
Capacity and Footprint Execution
Schedule and Absence Management
Access Delivery and Governance
Intraday Management
People Development
Management Information
Risk Management
Ambassador of Culture and Values
Process Improvement
Organizational Collaboration
Operational Routines
May be assigned / rotated to other related sub-functions
Other job-related duties that may be assigned from time to time

Requirements

Total of 18 months of experience in a call center operations environment
Knowledge of call center business processes
Strong analytical skills and has the ability to analyze data impact for large Queues and call center operations performance management data
Results orientation with an emphasis for action, versatility, and adaptability
Critical thinking and problem solving skills
Strong communication skills
Management mindset with sound judgment
Ability to self-drive and work effectively with others
People management skills, including team formation, collaboration, and influencing (as applicable)

Nice to have

Solid functional understanding of call center business processes, with in-depth knowledge of planning, scheduling, and analytical tools and applications
1.5 years’ experience in a call center workforce management environment
Experience in data visualization tools such as but not limited to Tableau, Google Sheets/Slides, etc.

What we offer

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Sr. Process Specialist, Integrated Mission Control (IMC)

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

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Sr. Process Specialist, Integrated Mission Control (IMC)

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